THE MYSTERY SHOPPING BLUEPRINT: DRIVING CUSTOMER PURCHASES

Why You Can't Miss This Episode

In this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni engages in a vibrant and insightful conversation with Claire Boscq, a seasoned keynote speaker and customer experience expert. Claire shares her journey from hotel management to becoming a mystery shopping expert, discussing the profound impact of combining customer service with the ancient principles of Feng Shui. This episode is packed with actionable insights on enhancing customer experience, the critical role of mystery shopping, and the power of emotional connection in business.

About the Guest

Claire Boscq is the No1 woman Customer Experience Global Gurus with three decades of expertise, Claire, is an authority in the customer experience industry.

International best seller author with 4 published books, she is an international media influencer with her work published in Brazil, Philippines, India, US & Europe.

Claire has spoken in over 20 countries; in delivering fast paced and high-energy presentations in French and English. Winner of the Institute of director award, she is also a on the board of Virtual Speaker Association.

She brings a more holistic and comprehensive approach to organizations and individuals with her BizShui™ Method, creating powerful flow in businesses by integrating a blend of the traditional Feng Shui principles with modern business & personal needs, energizing people and places into prosperity.

She truly is The Energizer. Are you ready to shift your vibes?

Relevant Links

https://www.linkedin.com/in/claireboscq/

The Top 3 Key Learnings

The Power of Mystery Shopping: Mystery shopping provides critical, unbiased feedback on customer service, helping businesses identify areas for improvement and celebrate successes.

Feng Shui in Customer Experience: Integrating Feng Shui principles can enhance the customer and employee environment, creating positive and memorable experiences.

Consistency and Accountability: Successful customer experience strategies require consistent implementation, transparency, and accountability at all organizational levels.

Chapters

00:00 - Game Start

00:32 - Introduction to Claire Boscq

01:00 - Claire's Journey and Background

03:02 - Mystery Shopping and Its Importance

07:38 - Energy and Emotional Connection in Customer Experience

12:18 - Steps for a Successful Mystery Shopping Program

17:14 - Digital vs. Physical Mystery Shopping

21:28 - Overcoming Challenges in Implementing Mystery Shopping

28:20 - Employee Engagement and Transparency

30:03 - Looking Ahead: Customer Experience in 10 Years

31:26 - Claire's Golden Nugget

33:37 - Closing Remarks

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